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Discussion – 


Outsourcing Your Customer Contact Center

Call center outsourcing is a strategy that currently, many big organizations worldwide use for their business to save valuable time and resources. According to this business strategy, an organization hires a third-party company called business process outsourced (BPO) to manage customer service operations. 

But there are many questions about this strategy of whether it is suitable for your business or not. Here you will find the answers to questions about the call center outsourcing strategy that will help you to decide whether call center outsourcing is suitable for business or not. 

What is call center outsourcing? 

Call center outsourcing is a business strategy to have an external service provider manage your call center. When you hire an external service provider for the call center, it is their responsibility to hire and train the calling staff. The external service provider is also responsible for infrastructure and monitoring all call center operations. 

Every company has the option of outsourcing a particular segment of their call center operations, or they can outsource the entire call center. Many organizations trust the third-party service provider with their call center operations. Here are some of the benefits and risks of call center outsourcing: 

Benefits of call center outsourcing 

Call center outsourcing comes with a load of benefits that are perfect for your company. Rather than hiring an entire team for customer management, it is way better to outsource the services. That being said, here are a few reasons why outsourcing call center services is the perfect solution: 

  • Lower costs: 

Having a call center can be very expensive because it needs a lot of money in the infrastructure, labor costs, and several other things. But if a third-party service provider is handling a company’s call center, there will be a significant amount of savings.  

  • 24/7 customer support for lesser money:

Since these external service providers have sole responsibility for managing your call center, your customers will have access to 24/7 customer support. Customer support outsourcing is an excellent way for such practices to significantly lower prices. 

  • No staffing issues:

Call center outsourcing is there for your business to save money and time. Since the external service provider is responsible for all the work, such as hiring the employees and training them, scheduling, and managing the team of agents, your company will save a lot of money and productive time. 

A call center provider will assure you that it will provide your customers with excellent call quality with its dedicated staff and multiple servers situated in various locations. With that assurance, you can be stress-free, and the call center provider will take care of your customer’s needs. 

  • Takes care of overflow calls

Sometimes it can be challenging to answer all the calls during a period of high call volume. But it would help your business to hire a third-party service provider in these situations. 

  • Expert views and field experience 

When you outsource call center services, you are getting yourself a team of individuals who specialize in this field with years of experience. If you were to open your in-house call center, you would have to pay them regular salaries and train them. However, with outsourcing, you get the best at a fantastic rate. 

Risks of call center outsourcing 

With all the benefits of this service, there are also some risks involved in call center outsourcing. Here are some of the cons of call center offshore outsourcing: 

  • Increased customer dissatisfaction:

A study conducted by MIT Sloan School of Management shows that due to customer support outsourcing, there has been a significant increase in customer dissatisfaction and decreased service quality. 

  • Cultural and language gaps

To provide reliable customer support, a call center agent needs to have good communication with the customers. Since in call centers offshore outsourcing, the call centers are located in different parts of the world, agents lack the understanding of the culture and fluency. It is one of the main reasons for customer dissatisfaction. 

  • Call center agents do not know the company: 

Call center agents do not belong to companies because they are working for the call center company. They do not have any idea about the company’s values and culture. Hence, these agents lack the dedication required to provide the best possible support to the customers. 

  • Safety and privacy issues:

You can not do background checks of the call center agents in the call center offshore outsourcing, while you can do that with local agents. Therefore, sensitive and confidential information is less secure with offshore call center agents. 

  • Lack of collaboration between the departments and agents 

It is a typical case where the agents do not get in touch with the department’s employees. Maybe due to location or different working hours, there is a gap between the two parties communication and collaboration-wise. This may lead to confusion and misunderstandings. 

  • May have hidden costs 

Outsourcing can save your company a lot of money. But there might be hidden costs that are easily overlooked. When these costs come up, you won’t be able to avoid them and may even have to pay more than what you have thought. 

The best solution for businesses involving both the worlds  

If call center outsourcing is intimidating you, and you are not willing to take the risk, there is a much better option for you to choose. This option is comparatively less risky and cost-effective. You can hire a global team of agents who will work remotely for you. By doing that, you will be able to take advantage of outsourcing your call center. At the same time, you can eliminate the disadvantages of outsourcing the call center. 

So, that is all there is to know about call center outsourcing. If your needs align with what call center outsourcing has to provide, you can definitely opt for it. However, make sure you plan the details properly before deciding. You can always come back to this article for reference and information. 


Subrata Das


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